Customer Sentiment in Web-Based Service Interactions: Automated Analyses and New Insights.
Galit B. Yom-TovShelly AshtarDaniel AltmanMichael NatapovNeta BarkayMonika WestphalAnat RafaeliPublished in: WWW (Companion Volume) (2018)
Keyphrases
- customer service
- customer satisfaction
- service requirements
- sentiment analysis
- call center
- service discovery
- web services
- service times
- client server architecture
- electronic commerce
- service providers
- service quality
- semi automated
- customer behavior
- service oriented
- service oriented architecture
- sentiment classification
- web environment
- management system
- data mining
- point of sale
- opinion mining
- end users
- heavy traffic
- individual user
- online social networks
- positive and negative
- customer support
- customer requirements
- text mining